{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":33872,"path":"it-service-management/service-operations-workspace/problem-form-sow.md","title":"Problem form","bundle":null,"doc_type":null,"release":"australia","body":"\n# Problem form\n\nDescription of the field values for the problem form in Service Operations Workspace.\n\n\n
\n\nField\n\n\n\nDescription\n\n
\n\nProblem\n\n
\n\nProblem statement\n\n\n\nBrief description of the problem.\n\n
\n\nDescription\n\n\n\nDetailed description of the problem.\n\n
\n\nNumber\n\n\n\nUnique number that identifies the problem record.\n\n
\n\nOrigin task\n\n\n\nTask that first identified this problem.\n\n
\n\nCategory and Subcategory\n\n\n\nGroup to which the problem belongs, such as software or hardware. After selecting the category, select the subcategory, if applicable.\n\n
\n\nState\n\n\n\nValue that changes as the problem proceeds from one state to another state.For information about state transitions of a problem, see [Life cycle of a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/understanding-state-mgmt-transitions.md).\n\n
\n\nImpact\n\n\n\nEffect that the problem has on business operations.\n\n
\n\nUrgency\n\n\n\nExtent to which the problem resolution can bear delay.\n\n
\n\nPriority\n\n\n\nHow quickly the service desk should address the problem. The **Priority** field is automatically set to the **Impact** and **Urgency** values.\n\n
\n\nImpact\n\n
\n\nService\n\n\n\nBusiness service, such as email or IT Services, that the problem applies to.\n\n
\n\nService Offering\n\n\n\nConsists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Service offering enables you to receive different features and their levels of performance for a given service.\n\n
\n\nConfiguration item\n\n\n\nConfiguration item \\(CI\\) that the problem applies to. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database.\n\n
\n\nAssignment\n\n
\n\nAssignment group\n\n\n\nGroup to which the problem is assigned.You can populate the **Assignment group** field automatically based on the support group available for the respective configuration item \\(CI\\). If the CI does not have any support group, then the field gets populated with the support group available for service offerings. The business rule **Populate Assignment Group based on CI/SO** triggers the functionality when an incident, problem, or change request is created or updated and when the **Assignment group** and the **Assigned to** field is empty. The following properties identify the field whose value populates the **Assignment group** field:\n\n- **com.snc.problem.ci\\_assignment\\_group.field\\_name**: This problem property identifies which CI field populates the **Assignment group** field.\n- **com.snc.problem.service\\_offering\\_assignment\\_group.field\\_name**: This problem property identifies which service offering field populates the **Assignment group** field.\n\n
\n\nAssigned to\n\n\n\nProblem coordinator to whom the problem is assigned. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group.\n\n
\n\nNotes\n\n
\n\nWork notes\n\n\n\nInformative notes about the work performed on the problem.\n\n
**Parent Topic:**[Problem Management in Service Operations Workspace reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/reference-problem-management-sow.md)\n\n"}}